Complaints and Compliments

YOUR FEEDBACK MATTERS TO US WHETHER IT’S A COMMENT, COMPLIMENT OR COMPLAINT.

We welcome your feedback on our services, good or bad, which we review and use to help us improve what we do and how we do it. If you have feedback regarding any aspect of our service you can complete the form below, or contact the Customer Advice Team by telephoning 0131 554 0403 or 0808 100 0403 (free from most landlines); email info@polha.co.uk; or in person at our office (108 Constitution Street, Edinburgh EH6 6AZ).
 
If you wish to make a complaint, you can complain in person at any of our offices, by phone, in writing or by email.

We operate a two stage complaints process which we hope makes raising and resolving a problem with our services as quick and easy as possible for you.

  • Stage 1: We might be able to resolve your complaint immediately and if not we will aim to reach a resolution with you within five working days.
  • Stage 2: If you are not satisfied with the resolution you can take your complaint to Investigation where it will be investigated further and responded to within 20 working days. This response will be approved by the relevant Director and is the final stage of our complaints procedure. If complaints are complex they may go straight to Stage 2.
  • If, after the investigation, you are still not satisfied with our decision or the way we dealt with your complaint, you can ask the Scottish Public Services Ombudsman to look at it.  The SPSO has produced a leaflet that you can read by clicking here: SPSO Complaints Leaflet

The Scottish Housing Regulator also provides information on complaints for tenants of Housing Associations. Please view their leaflet on Complaints and Significant Performance Failures for details.